FAQs
Product-Related Inquiries
1. Production Timeline
Your order will typically be shipped within 7–14 business days (excluding holidays). Please note that delivery times may vary slightly depending on the product category.
For bulk orders, kindly contact senauraart@gmail.com to confirm the estimated delivery schedule.
Note: Handcrafted items may exhibit subtle variations; each piece is unique.
2. Packaging Standards
• Standardized Packaging: All products are professionally packaged under SenauraArt®s stringent protocols.
Pre-Shipment Confirmation: To ensure your complete satisfaction, we will send photos or videos of your item(s) before shipment. Delivery will be arranged only after your approval.
• Carton Packaging
Flat-packed in high-strength protective cartons. Adhering to rigorous packaging standards, we ensure complete protection during transit for secure delivery.
• Wooden Crate Packaging
Specialized art-grade wooden crates with international-grade reinforcement for large items. Secure immobilization is achieved through compliant cushioning materials and sealed enclosure technology.
3、Order Modifications
Order details cannot be amended after shipment. For urgent adjustments, contact senauraart@gmail.com for assistance.
4、Order Cancellation
Orders for non-custom items can be canceled before shipment. However, once an item has been shipped or if it is a custom-made product, cancellation is no longer possible. To request a cancellation, please contact us at senauraart@gmail.com or log in to your account to proceed with the cancellation process.
2、Shipping & Delivery
Worldwide complimentary shipping service.
2. Logistics Partners
FedEx, DHL, UPS, or specialized fine art logistics providers.
3. Freight Policy
Product prices include global shipping fees.
4. Shipping Insurance
All shipments are fully insured by SenauraArt® at no additional cost
5、Delivery Information Updates
Deliveries follow the provided order details. For surprise gifts requiring special arrangements, notify us in advance.
III. Returns & Exchanges
Q: How do I return an item?
A: Returning an item is simple! Here's how:
Contact Us First: Before you ship anything, please email us at senauraart@gmail.com or contact our online customer service with your order number and the item code. We'll guide you through the next steps.
Take Clear Photos: To help us process your request quickly, please provide a few clear photos of the item you wish to return. This helps us verify its condition.
Photo Tip: Please capture the item from the front, back, and sides in good light, showing any important details and that it's in original condition.
Ship It Back: Once your return is approved, you'll have 14 days to ship it back to us.
Don't forget to use a tracked shipping service and provide us with the tracking number!
Q: When will I receive my refund?
A: After we receive your return and inspect it to ensure it's in original condition, we will process your refund to your original payment method within 5 business days.
Return Policy
You may return any non-customized item for any reason within 30 calendar days of receipt. We will assist you with the return process. The customer is responsible for the cost of return shipping.
1、Before shipping your return, you must contact us to request a Return Authorization (RA). Please email senauraart@gmail.com or message our online customer service with your order number and item code. Unauthorized returns (shipments without prior notice) or late requests may be declined.
Photo Requirements:
To process your request, please provide clear photos of the item that show:
Overall views from the front, back, and both sides.
Close-up details (e.g., brushstrokes, texture, signature).
The item in good condition, undamaged and unused.
Good lighting, no flash, and no obstructions.
1、Refunds will be issued to your original payment method after the returned item has been received and passed our inspection. Please allow up to 5 business days for the refund to be processed.
③Service Fee Details: To ensure a fair and transparent return process, a 20% service fee will be charged for returned orders. This fee will be converted into credits, which will be credited to your account and can be used to offset future purchases. (Store credits are non-refundable in cash. For full details, please refer to the official SenauraArt® Points Policy.)
2、Return Eligibility
To qualify, returned items must:
• Remain in original condition (tags, packaging, proof of purchase intact).
• Show no alterations, modifications, or customization (custom orders are non-returnable).
*SenauraArt® reserves the right to reject returns violating these terms. Non-compliant items will not be returned or credited.
4. Damaged Goods Protocol
① On-Site Inspection: Inspect packages in the courier's presence. Request a “Damaged Goods” notation on the waybill if issues arise. Retain the package upon mutual agreement.
②Documentation
We offer free replacement or a full refund for items damaged during shipping. Please send clear photos to senauraart@gmail.com or contact our online customer service center. Photos must include the full packaging, all damaged angles, the shipping label with tracking number, and close-up details of the product damage. Once received, we will promptly coordinate with the courier to arrange a free reshipment or issue a full refund.
③ Special Circumstances: If the courier did not deliver the package in person, please proceed directly to Step ② and keep the damaged item and packaging until the issue is resolved.
四、 Miscellaneous
1. Payment Methods
Visa, MasterCard, Discover, American Express, PayPal.
Pay via debit/credit card through PayPal (no account required):
①结账时选择"使用PayPal支付"
① Select “Checkout with PayPal”.
② Choose “Pay with Debit/Credit Card”.
③ Enter billing and card details.
④ Provide an email for receipt delivery.
⑤Click "Continue" to return, then complete your order and payment on the SenauraArt® checkout page.
3. International Taxes & Duties
Import duties or taxes may apply depending on your country's regulations. These fees are not included in the order total and are the recipient's responsibility. We will assist with customs documents but are not liable for delays or charges incurred.
4. Contact Us
For inquiries: senauraart@gmail.com or online customer service.
